Emotional Intelligence and Quality of Healthcare Service Delivery: Evidence from a Public Secondary Healthcare Facility in Nigeria

Babalola Olajide Emmanuel; Babalola Olawumi Roseline; Ajiboye Akinyosoye Deji; Ayegbusi Ekundayo Oluwole; Fehintola Akintunde Olusegun; Abdur-Rahim Zainab; Falade Joshua; Akpata Oluwaseun Emmanuel

doi:10.5281/zenodo.20772591

Babalola Olajide Emmanuel Department of Obstetrics, Gynaecology and Perinatology, Faculty of Clinical Sciences, Obafemi Awolowo University, Ile-Ife, Osun State, Nigeria.
Babalola Olawumi Roseline Produce Department, Ministry of Agriculture and Food Security, Osun State Secretariat, Abere, Osogbo, Nigeria. ³ Department of Mental Health, University of Medical Sciences, Ondo, Nigeria.
Ajiboye Akinyosoye Deji epartment of Obstetrics, Gynaecology and Perinatology, Faculty of Clinical Sciences, Obafemi Awolowo University, Ile-Ife, Osun State, Nigeria.
Ayegbusi Ekundayo Oluwole epartment of Obstetrics, Gynaecology and Perinatology, Faculty of Clinical Sciences, Obafemi Awolowo University, Ile-Ife, Osun State, Nigeria.
Fehintola Akintunde Olusegun Department of Obstetrics, Gynaecology and Perinatology, Faculty of Clinical Sciences, Obafemi Awolowo University, Ile-Ife, Osun State, Nigeria.
Abdur-Rahim Zainab Department of Obstetrics, Gynaecology and Perinatology, Faculty of Clinical Sciences, Obafemi Awolowo University, Ile-Ife, Osun State, Nigeria.
Falade Joshua Department of Anatomy, College of Medicine and Allied Health Sciences, Wesley University, Ondo, Nigeria
Akpata Oluwaseun Emmanuel Department of Anatomy, College of Medicine and Allied Health Sciences, Wesley University, Ondo, Nigeria

DOI: https://doi.org/10.5281/zenodo.20772591

Keywords: Emotional Intelligence, Service Delivery, Healthcare Employees, Self-Awareness, Job Performance

Abstract

Background

Emotional intelligence has become an important factor in healthcare service delivery because healthcare workers constantly interact with patients under emotionally demanding conditions. Competencies such as self-awareness, empathy, motivation, self-regulation, and social skills influence communication, teamwork, and patient-centered care. Despite its relevance, limited studies have examined the relationship between emotional intelligence and employee service delivery in public hospitals in Osun State, Nigeria. This study investigated the impact of emotional intelligence on employees’ service delivery at Osogbo General Hospital, Asubiaro.

Methodology

The study adopted a descriptive survey research design. The population comprised medical, administrative, and support staff. Using Yamane’s formula and stratified random sampling, 171 questionnaires were distributed, while 162 valid responses were analyzed. Data were collected through structured questionnaires and analyzed using descriptive statistics, Pearson correlation, and regression analysis with SPSS Version 26 at 0.05 significance level.

Results

Findings revealed a significant positive relationship between emotional intelligence and employee service delivery. Self-awareness significantly influenced service delivery (r = 0.734, p < 0.05), while emotional intelligence explained 53.9% of the variance in service delivery (R² = 0.539). Multiple regression analysis showed that emotional intelligence dimensions jointly explained 70.7% of variations in employees’ job performance (R² = 0.707). Social skills and motivation were the strongest predictors of service delivery.

Conclusion

The study concluded that emotional intelligence significantly improves healthcare service delivery. It recommended emotional intelligence training, supportive work environments, and integration of emotional intelligence assessment into recruitment and staff development programs to enhance healthcare quality and patient satisfaction.

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